Help

Mysale is an ONLINE shopping club, which is free to join! At this stage we do not have a physical store, simply browse the sales online and we will deliver to your door!

How do I use a voucher / promotional code

To use a voucher or promotional code, firstly select the items you wish to purchase and click through to the CHECKOUT. Once you are in the CHECKOUT stage, please click the link available to type in your promotional code. If you have any active vouchers against your account, a drop-down list will be available to choose your credits from.

Please note that vouchers and promotional codes are unable to be applied for the cost of Shipping and Handling / Delivery. All vouchers have a six month expiry date (from the time of issue) and cannot be re-issued once they have expired.

If you apply a voucher within the CHECKOUT stage and do not complete the transaction – it may take our system up to 15 minutes for the voucher to reappear under MY VOUCHERS.

Each sales event will have a size chart available, displayed in the product page. As we source hundreds of different brands - located all over the World, please make sure you check the sizing before purchasing as there are variations in standard sizes for different country.

Is there any more information about your products

Our Buying Teams will always endeavour to describe the features and benefits of all items on the product page.

Should you require any further information, please feel free to contact our Customer Service Department with any questions you may have. As the discounts we offer are substantial and stock is limited, items may sell out before we can reply to you with any specific information.

Can I save items in my cart for later

As MYSALE is a fast paced flash sale website – your cart will refresh after 15 minutes of inactivity. Unfortunately you are unable to hold or save items in your cart and will have to get in quick for the best deals!

Do you have a stock list for future sales events

Our Buying Teams will secure sales event details and have them advertised on our homepage as soon as possible – however we are unable to confirm future sales and brands too far in advanced. We do send out daily emails with new sales events – so for the most up to date information, please subscribe to our mailing list or check in on the site!

Technical Support:

Do you have an APP

We have developed an APP for iPhone and Android users! Please visit the Apple iTunes Store or alternatively the Google Play Store to download the latest version of the APP today!

You are able to select a shopping category, such as Women, Men, Kids, Footwear & Accessories, Home & Living or Beauty. Unfortunately we do not have a search function for specific products or brands on our website at this stage. The best way to find your desired brand is to scroll through our active sales events on the homepage.

How do I remove items from my cart

If you have changed your mind and have not yet checked out – you can decrease the quantity of an item from 1 to 0 within the CHECKOUT stage. Alternatively, your cart will refresh automatically after 15 minutes of inactivity.

I’m having an issue loading / accessing the website

If you are having issues accessing or loading the site – it may have something to do with your Internet Browser settings. Ensure that you have cookies enabled and that you are using the latest version of your Internet browser.

Should you require any assistance, please lodge a contact message with our Customer Service Department and we’ll assist to troubleshoot wherever possible.

Why have the items in my cart disappeared

Have you been shopping for long? Items within your cart will time out after 15 minutes of inactivity. It’s always best to have a quick browse through all the sales and then go through and purchase what you’d like. Do be quick – as items tend to sell out quickly!

How do I invite my friends to join?

At MYSALE it pays to spread the word!

The invitation system is easy to use, and you can add your friends to join by entering their email addresses into the fields listed under the ‘Invite a Friend’ page.

You will receive a $140 voucher to spend anywhere on the site once your invited friend has made their first purchase!

How do I know if my friends have joined?

Once your friends have joined their details will be displayed in your ‘My Vouchers’ section of ‘My Account’.

How do I use my Vouchers?

Once you have placed the items you wish to purchase into your shopping cart you can apply your vouchers to the purchase (with the exception of any shipping charges) by selecting the voucher total from the drop down menu in ‘My Cart’.

How do I edit my account details

If you’d like to edit any of your account details, such as your username, email, password or address book – please click on through to MY ACCOUNT – located at the top of our homepage.

At the bottom of each newsletter, there will be the option to opt out of receiving our daily newsletters. If you’re unable to locate this, please contact our Customer Service Department and we can do this on your behalf.

What can I do if I’m not receiving newsletters

You can contact the Customer Service Department to ensure that you are subscribed. If you are subscribed – please ensure that you check your email account settings as our emails may be filtered through to a ‘social’ or ‘junk’ folder.

How do I edit my address

You have the option to select your delivery address during the CHECKOUT process. Once your order has been confirmed, we will email you the details – including your selected delivery address. We encourage all customers to review their order confirmation email for any errors.

If you need to make an amendment to your delivery address – please send our Customer Service Department a contact message via the CONTACT US section.

We will endeavour to amend your address wherever possible, however should your order be in the final stages of packing – this may not be possible.

Some sales events are dispatched directly from our supplier’s warehouses and we may not be able to amend your address details once the sales event closes.

Can I have my parcel redirected

Once a parcel has been dispatched – we are unable to edit the delivery address on the label.

As we use a number of different delivery partners – it may be best to speak with their support staff for advice. Once a parcel has been dispatched, and the tracking information has become available, we may be able to request that your parcel is returned to sender.

I would like to cancel my order

We are generally able to cancel your order if the sales event is still online and has not closed. To request a cancellation – please send our Customer Service Department a contact message.

Some sales events consist of stock that we already have in our warehouse and your order may update to the packing stage while the sales event is still online. We may be unable to cancel your order at this stage, but you may return this order to us once it has been delivered.

Some sales events will be dispatched directly from our Brand Partner’s warehouses and your order information is sent directly to them once the sales event ends. If we are unable to cancel your order ourselves, we will attempt to contact our suppliers and request for a cancellation on your request where possible.

I need to change / edit items in my order

After an order has been placed, we are unable to add extra items or swap items. We do have the facility to cancel one item (or whole orders) as long as the sales event you have purchased from is still online and your order has not been packed.

If you’ve made a mistake and change your mind, we suggest that you place a new order and contact the Customer Service Department to cancel the original order.

Some sales events consist of stock that is already in our warehouse and may commence packing before the sale ends. If this occurs, we may not be able to cancel your order.

To contact our Customer Service Department to cancel an order – please lodge a contact message via the CONTACT US section, located in MY ACCOUNT.

If you are missing an item – it is best to check the MY ORDERS section online for further information first. Even though customers are able to order from multiple sales events at the same time – each different branded sales event may be sent at different times, from any one of our international warehouses. Should we encounter any stock issues and have to cancel an item – this will be listed under “Refunded Items” within your order details page. You will also receive an email from the Customer Service Department notifying you as soon as this occurs.

Should you be missing an item that is not reflected in the MY ORDERS section, please lodge a contact message and our Customer Service Department will gladly assist you look into this.

With more than 10,000,000 members across 7 countries – taking into consideration all orders placed, only a very small amount of items may become unavailable. Our teams will always try to complete your order before resorting to issuing you a refund.

From time to time, an advertised item may not be available at the time of packing. The sales event stock you see available online is generally not held in our warehouse – but is with our Brand Partners at their warehouses. Once a sales event ends – we will compile all of our customer’s purchases and buy in bulk from our suppliers. After this has occurred, our suppliers will then send through this stock and our warehouse teams will then pack the sales event.

By operating in this manner, we are able to secure lower prices and forward these savings onto our customers!

Unfortunately discrepancies can occur, or we may be sent the wrong item from our supplier and we will be unable to complete your order. As soon as we establish that there is a stock error, we will refund you via your original payment method.

As we do not hold your purchased items in our warehouse at first, we may not know that your product has been made unavailable until the stock reaches our warehouse and we’ve packed the sales event.

We sincerely apologise to any customer that this may occur to.

What can I do if I never received an order confirmation email

If you did not receive an order confirmation email, please check the MY ORDERS section online to see if our system has accepted your order. If you are unable to locate the order within the MY ORDERS section, please double check with your banking account that any funds have come out.

Should you have been charged for an order that has not come through our system, please contact our Customer Service Department and we will assist you locate the order.

Before contacting our team – please double check if you have made a second account with MYSALE, as many customers can find missing orders attached to a separate email account (such as a work email address).

MYSALE accepts VISA and MasterCard. We are unable to accept any bank transfers or cheques. All transactions must be placed by our customers, and cannot be processed via the Customer Service Department.

What company name will appear on my credit card statement

MYSALE Pty Limited

When will I be charged

You will be charged during the CHECKOUT stage once your order has been confirmed.

Do you have a discount for bulk buyers

As MYSALE already offers up to 80% off our Brand Partner’s RRPs – we are unable to offer any further discounts for bulk buyers. Customers do have a limit of purchasing an item 5 times per order. Should you require any further items, please place a second order.

Can I pay for my order using a voucher / promotional code

Customers can pay for the price of all sales event items with an MYSALE voucher or promotional code. The Shipping and Handling fee attached to each order cannot be covered by a voucher or promotional code and must be paid via one of the above payment methods.

Please note that some vouchers and promotional codes may attract a minimum spend that excludes the cost of Shipping and Handling and are valid for six months.

I’m entitled to a refund – how long will this take

Once you have been notified of your refund, we will endeavour to issue you with your refund the next business day. Once your refund has been processed, please allow 2 – 3 business days for the funds to reach your account.

Should you be entitled to a refund via your original payment method and your original transaction was split tender (partial store credit / partial credit card payment) – our administration system will automatically refund any voucher value first. If you have utilized a promotional code, this will be refunded to your MYSALE account as a store credit.

Does MYSALE sell gift cards

At this stage, MYSALE does not offer gift cards for purchase.

How long will it take to deliver my order

Most sales events consist of stock held in one of our supplier’s warehouses, from all over the world. Once all customers have placed their orders and the sales event has ended – this is when the magic happens! If the sales event stock is already at our warehouse – we will ship your order straight to your door as soon as possible. If not, our suppliers will organize to ship the sales event stock to one of our international warehouses.

Each sales event listed online has its own estimated delivery time frame. These time frames can be found in the ‘Product Information’ section at the time of purchase, as well as from the MY ORDERS section online after your purchase. We generally advise that it can take up to 28 days for your order to reach you after the sales event has ended.

Whilst we endeavour to meet our estimated delivery time frames, there are many factors out of our control that mean you may receive your order later than anticipated. We do apologise for any unforeseen delays, however - our team is always working hard to get your order to you as quickly as possible.

On some occasions, we may not be able to complete your order in full. We will inform you as soon as we are made aware of any discrepancies with stock and ensure that you are refunded via your original method of payment urgently. With over 5 major warehouses located all over the world, dispatching over 700,000 items each week – you can take ease in knowing that it is only a very small percentage of orders that may be effected.

We generally do not hold the advertised sales event items in stock. Once all of our customers have placed their orders and the sale ends, we will then place a bulk purchase order from our supplier. From here – the stock will reach one of our international warehouses for packing.

Due to the volume of sales events stock coming into each of our warehouses every day, the sales event you have purchased from may not commence packing straight away.

Visit MY ORDERS, in the MY ACCOUNT section of the site, to see once your order has been dispatched.

Can you express ship my order

Unfortunately we do not offer an express shipping service and are unable to expedite individual orders.

I can’t track my parcel

You will only be able to track your parcel once it has been packed and dispatched from one of our warehouses. Once your order has been packed and prepared for dispatch – it may take up to 3 business days for your tracking information to be updated into our delivery partner’s tracking website.

If your tracking information is marked as “invalid” or “not active” after one week from the date of dispatch – please contact our Customer Service Department via the MY CONTACTS section, located in MY ACCOUNT.

Has your order been packed and dispatched yet? View the latest information on your order by visiting MY ORDERS, in the MY ACCOUNT section. Once your order has been dispatched, you’ll be able to track your parcel with our delivery partners.

For international brands – these could be packed in one of our international warehouses, and can generally take up to 10 business days for delivery once dispatched.

Should your parcel be in transit for more than 15 business days - please contact our Customer Service Department via the MY CONTACTS section and we’d be happy to help you look further into the delay.

How much am I charged for delivery

Shipping and Handling is usually charged at HKD$40.00 per branded sales event. Enjoy Free Shipping on most brands for subsequent orders placed within the hour.

How are my orders sent to me

MYSALE uses a number of delivery partners and courier services depending on which warehouse your order is coming from, and where you live.

For most metro deliveries of local branded sales – your orders will be delivered via DHL Global Mail and Hong Kong Post.

Some orders may be delivered directly via our suppliers from their warehouses.

When stock from different suppliers is made available in the same warehouse, at the same time - we may consolidate orders where possible. This means that in some instances, you may receive different orders together in the same parcel. For these orders, the shipping and handling charges will remain unaltered as this fee not only covers the cost of dispatch, but the preparation of the order as well.

As a sales event website, we do not build our postage fees into the price of the items like regular full price websites. Our shipping fees do remain flat rate regardless of purchasing locally or from one of our many international warehouses.

How do I lodge a return

We request that all returned products have a ‘Return Authorisation Number’ (RAN) before being sent back to our warehouse.

To obtain a RAN, please select “Request new return”, within the MY RETURNS section of your account. From here you will need to select which items you would like to return and provide a detailed reason for return.

Our Returns Department will review and process your request within 1 business day and email through a RAN and our Returns Address. Please note some returns may be declined due to the specific returns policy attached to that product. If this is the case, you will be emailed notifying you of this.

Each individual sales event item will have a unique returns policy listed within the product description, shown at the time of purchase.

We will accept most change of mind returns in exchange for an MYSALE store credit within 30 days of the product being dispatched. This credit is valid for 6 months from the date of issue and is non transferable for cash. All items must be returned in perfect, resellable condition, with original packaging.

Some items cannot be accepted as returns such as: intimate apparel, swimwear, earrings or health and beauty products. These items are deemed not resellable in the interest of hygiene.

Should you receive the wrong item, or it arrives damaged, you may be entitled to a refund via your original payment method. For further assistance on reimbursement – please contact our Customer Service Department via the CONTACT US section.

Our “flash sales” business model means that our advertised sales event items are not held in stock in our warehouses. Once all of our customers have placed their orders and the sale ends, we will then place a bulk purchase order from our supplier. For this reason – we do not have access to stock to send replacements or exchanges.

Unfortunately, we are unable to make one off requests for replacements as we purchase in bulk and we do not have the facility to place items on backorder or reserve stock for future sales events.

If you would like to repurchase an item – we generally re-run our bestselling brands multiple times throughout the year.

I’ve been given the wrong item / it has arrived damaged

Regrettably mistakes can happen and your order may not arrive as expected. We will endeavour to always get your order right the first time and have this delivered in one piece, but should your order not be delivered in a satisfactory manner – please contact our Customer Service Department to return the order to us.

As we do not hold sales event items in stock, we are unable to simply send a replacement and will need to issue you with reimbursement.

How long does it take to process my return

Firstly – you’ll need to allow a couple of days for the parcel to reach our nominated local address. You will need to lodge a returns request in order to obtain the return address. From here, we request up to 5 business days to have your return assessed and processed. You will be notified via email once your return has been processed.

Should your return be eligible for a store credit, this is automatically applied to your MYSALE account and is active for 6 months from the time of issue. Should you be eligible for a refund via your original payment method – please allow a further 3 business days for the transaction to process through our bank and to be accepted by yours.

I’ve returned an item, has it been processed yet

You will receive an email from our Returns Department once your return has been assessed and processed. If you have not received an email from our team, please visit MY RETURNS, in the MY ACCOUNT section online and check the status of your return. Your return will remain as “Awaiting Return” until we process your return. Once your return has been processed, the status will update to “Closed”.

What if there’s an issue with reimbursement

Should there be an error, or you feel that your return has been processed incorrectly – please send our Customer Service Department a contact message via the CONTACT US section and we will review the claim.

We will always process your return based on your ‘Reason for Return’ when you had lodged your returns request, our Terms and Conditions.

Have A Complaint?

Our Commitment to our customers
At Mysale we are committed to ensuring that we deal with complaints efficiently and fairly. We wish to work in a cooperative and productive way with our customers to ensure that complaints are handled to the satisfaction of the complainant and our company. We are always willing to help our customers and take ownership of any issues to set things right.

How to make a complaint
If you would like to make a complaint, please contact us via our “Contact Us” page on our website. In order to ensure that we properly understand your complaint, we will require you to provide as much relevant information as possible to the staff member who receives your complaint. This will be recorded and will be passed on to an appropriate person for action.

How we handle complaints
Once we receive your complaint, we will do our best to respond to your complaint as soon as possible. You will receive a response from the person assigned to handle your complaint. This response will detail the steps taken to investigate your complaint and will suggest fair and reasonable remedies to resolve the situation.

We will keep your information confidential
To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any problems that may occur within our company. We will keep your complaint confidential and handle your personal information in accordance with our Privacy Policy.

Review of Complaints
If you are dissatisfied with the handling of your complaint or the proposed outcome, you may seek a review of the matter by asking to speak to our Complaints Manager via the “Contact Us” section.

Customer Service

Please note we do not have a call center to manage telephone enquiries.

We have Customer Service Agents located all over the world to assist you with any query you may have. We operate a large team to answer contact messages, which can be lodged online.

The automated messages you receive from MYSALE, including the Order Confirmation email and the Returns Approval email are sent from unmonitored email addresses. Please contact us via the Contact Message System.

Brand Partners / Suppliers

If you’d like to see your brand featured on MYSALE and would like to get in touch with our Buying Department – please send through a contact message to our Customer Service Department with your Contact Details and information on your brand. We’ll forward this through to the Buying Department for you!

PR and Media

Should you have any PR or Media enquiries – please reach our Marketing Department at pr@mysale.com

Careers

Interested in working with MYSALE? Send through your CV and any expressions of interest through to recruitment@apacsale.com